Head of Customer Excellence (APAC)

Location: Must be based in Singapore or Bangkok and hold a valid work permit for the country of residence

Company

hirify.global is a fast-growing software company providing planning solutions for retailers and manufacturers across the value chain.

What you will do

• Lead an integrated Customer Success and Service Delivery team for the APAC North region.
• Own portfolio-level customer outcomes, account health, adoption, value realization, optimization, retention, and growth.
• Safeguard service health and continuity by coordinating Service Delivery, Support, technical teams, and commercial leaders.
• Manage service economics, contractual commitments, pricing, negotiations, and cost-to-serve decisions within company guardrails.
• Direct account coverage and CSM/SDM capacity based on customer value, risk, service health, and complexity.
• Coach and develop the team, strengthen accountability and succession, and mobilize cross-functional action on systemic risks.

Requirements

• Experience leading Customer Success, Service Delivery, or another complex enterprise post-sales team, with depth in one discipline and enough fluency to coach and decide across both.
• Credibility with senior customer stakeholders and the ability to lead teams through complex outcome, retention, service, and escalation situations.
• Strong business and financial acumen covering customer value, retention, growth, service economics, and cost-to-serve.
• Ability to make transparent capacity, coverage, and intervention decisions amid ambiguity and competing priorities.
• Track record of influencing Product, Support, Delivery, Sales, partners, and other functions without relying on direct authority.
• Calm, accountable leadership with sound judgement under pressure, effective delegation, constructive assertiveness, and a clear approach to performance and development.
• Experience leading multi-country, partner-supported, or otherwise complex customer portfolios.
• Fluent English, residence in Singapore or Bangkok, and a valid work permit for the country of residence are required.

Nice to have

• Background in retail, wholesale, consumer goods, manufacturing, supply chain, or a similar domain.
• Applied knowledge of incident, problem, change, continuity, and service-improvement practices; ITIL certification is not required.
• Experience with operating-model change, capacity planning, capability assessment, or organisational transformation.
• Experience using customer, service, commercial, and AI-enabled signals to identify risk and direct action.

Culture & Benefits

• International career and learning opportunities in a fast-growing, financially robust software company.
• Practical benefits supporting work, family, wellness, and everyday life, plus annual leave.
• Diverse, inclusive, and supportive culture with ownership, autonomy, flat hierarchies, and space to share ideas.
• Meaningful ownership of a regional customer portfolio and autonomy to shape team capability, customer engagement, and service delivery.
• Work focused on reducing waste and improving sustainability.

Hiring process

• Submit a resume and portfolio through the application form as soon as possible.